How can I modify visible fields in the JIRA service desk customer portal?

Question

I am evaluating JIRA Service Desk for use with external customers. A key requirement for us is to be able to expose custom information to our customers about their tickets. Defect status, for example, where a bug has been found or target release for bug fixes.

The default view of a ticket doesn't give very good "at-a-glance" information on the status of tickets.

Is this possible with Service Desk?

Madhusudhan Mat4 · Answer

So here comes the bad news - https://jira.atlassian.com/browse/JSD-93 and they asking me to vote on it and then caution me that votes are not sufficient alone, their regular script/excuse for not implementing a critical feature like this. :(

Bonnie Berry · Answer

Yes, we need the list view too! We want to add a simple export option because our customers may want to export issues for reporting purposes as well. I can't believe this hasn't been done yet?

Madhusudhan Mat4 · Answer

yeah that's true, even we face that issue. Also very soon you will be asking for the feature wherein your customers would like to increase the priority of a submitted ticket or modify a custom value. Which is not possible at the moment, afaik. I have raised a support ticket against this, I will try to update here once they manage to respond/resolve it.

Looking at their support portal, they also suffer this behavior, so keep your hopes low. :(